Technical Customer Support & IT Support Specialist

CHADD WILLIAMS

Tyler, TX, USA ******@*****.*** 430-***-****

SUMMARY

Results-driven IT Support and Technical Customer Support professional with 6+ years of experience supporting customers across phone, email, chat, and remote support environments. Skilled in troubleshooting account and service-related issues, maintaining accurate CRM documentation, resolving escalations, and supporting high-volume operational workflows. Proven ability to manage multiple systems simultaneously while delivering strong customer satisfaction, workflow accuracy, and issue resolution.

EXPERIENCE

Remote Technical Support Specialist

Optimum Jan 2019 – Aug 2025, Remote

•Resolved 40+ daily customer calls, chats, and emails involving account access, billing, connectivity, and service-related concerns

•Maintained 95%+ customer satisfaction scores while consistently meeting quality assurance and service-level metrics

•Utilized CRM and ticketing systems to document customer interactions, escalations, and issue resolution activities

•Troubleshot customer account and technical support issues while maintaining workflow accuracy and operational efficiency

•Supported onboarding and training for 10+ new employees improving support readiness and workflow consistency.

Operations Support Supervisor

Legacy Pressure Control Jan 2017 – Jan 2019, Tyler, TX

•Supervised operational teams while ensuring compliance with workflow standards, customer requirements, and safety procedures

•Coordinated communication between staff, customers, and leadership supporting operational continuity and issue resolution

•Conducted team training initiatives improving performance, workflow consistency, and operational accuracy

•Maintained operational documentation, workflow reporting, and scheduling coordination across daily operations

•Supported process improvement initiatives reducing operational inefficiencies and improving service performance standards.

Technical Operations Coordinator

Strobel Energy Logistics Jan 2016 – Jan 2017, Tyler, TX

•Coordinated operational workflows with Union Pacific Railroad ensuring shipment tracking accuracy and on-time operations

•Supported documentation management, workflow coordination, and communication activities across logistics environments

•Trained and coached operators improving workflow consistency, productivity, and operational performance standards

•Conducted inspections and operational reviews maintaining 100% compliance with company safety procedures

•Maintained detailed operational records, reporting documentation, and workflow tracking supporting daily operations.

EDUCATION

General Studies

Longview High School • May 2003

SKILLS

IT Support Technical Troubleshooting End-User Support

CRM Systems Ticketing Systems Customer Support Remote Support

Microsoft Office Suite Data Entry Account Management Documentation Management

Workflow Coordination Problem Resolution Active Directory Exposure

Zoom Microsoft Teams Technical Communication Process Improvement

Contact this candidate